Why Does Digital Reference Matter?

Library of Congress

Joseph JanesThe Information School

of the University of Washingtonjwj@u.washington.edu

what we do

examine the information needs of our communities and individuals

survey and understand the tech & info environment

devise, evaluate, plan, manage and refine the most efficient and effective ways of meeting those needs

or else

expansion

of our traditional strengths into a new technological domainservice orientationdetermining needs & understanding

contextmultiple modes of searchingevaluation of resourceswhen to stopeducation about the processtool-making

expansion

to where it is arguably more important than ever

• more stuff, wider diversity of stuff• easier to find something – not

necessarily good stuffbroader service capability-- but not mindlessly

test

of things we took for granted• interview• quality, accuracy, satisfaction,

evaluation• traffic, volume, clientele

questions

What is the current state of practice in electronic question negotiation, in both synchronous and asynchronous modes?

Who is best served by digital reference services, and by which methods of interaction?

What makes a reference interview successful?What is the role of non-verbal information? How

important is it, in what situations? What parallels exist or can be created in email, web form, and chat environments?

Is there a relationship between the method of interaction and the success of that interaction?

demonstrate

the multiplicity of ways in which we can serve

• in person• by voice• email• synchronous digital interaction• whatever comes nextthe medium is only part of the message

– it ain’t all about the chat

an opportunity

for improvement of the quality of service

• training• competencies• transcripts

share

opportunity to take advantage of the shared experience of lots of librarians on multiple levels (QP, WA VRS, etc)

not without some potential issues• (over)specialization/generalization• equityquestions re funding, quality,

interoperability, standards

relevance

part of the fight for it, for the very future of libraries

no us, nobody elseour continuing, ongoing relevance,

importance, centrality in the information lives of our communities, which is under question now

why does DR matter?

it won’t, if…• we do it badly• we do it alone• we do it in only one way• we do it in secret, in hiding• we do it too slowly• we do it from a position of fear

why does DR matter?

it will, if….• we serve more people better and

more efficiently than beforebecause it isn’t “digital reference”;

it’s “reference” (or something else), and that’s what matters

Why Does Digital Reference Matter?

Library of Congress

Joseph JanesThe Information School

of the University of Washingtonjwj@u.washington.edu